Customer Service Representative

About the role

We are looking for a proactive Customer Service Representative to join Express Agency in Lagos. You will be the first point of contact for our clients, handling inquiries across multiple channels and ensuring a smooth experience.

Key responsibilities

• Respond to customer inquiries via calls, WhatsApp, email, direct messages and live chat within 5 minutes.
• Resolve complaints, questions and technical issues professionally and empathetically.
• Process orders, bookings, refunds and account updates; track deliveries and keep customers informed.
• Identify upsell and cross‑sell opportunities during support interactions and follow up to ensure satisfaction.
• Log all interactions in Zendesk, Freshdesk or HubSpot and prepare daily/weekly reports on volume, issues and trends.

Required profile

• Minimum OND qualification in any field; Customer Service certification is a plus.
• 0‑2 years experience in customer service, call centre, retail or salon environments.
• Fluent spoken English and Pidgin with a professional tone.

Required skills

• Google Sheets.
• CRM tools such as Zendesk, Freshdesk and HubSpot.
• WhatsApp Business.
• Slack.